Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Podcasting since 2018 • 240 episodes
Advice from a Call Center Geek!
Latest Episodes
Listen to This Before You Build or Buy an AI Auto QA Platform
Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another d...
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Season 1
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Episode 240
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26:26
2025 Geek Gauge CCaaS Rankings!
In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing wh...
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Season 1
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Episode 239
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18:24
What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to buil...
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Season 1
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Episode 238
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23:23
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
EPISODE DESCRIPTION:Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?In this eye-opening episode of Advice from a Call Center Geek, we ta...
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Season 1
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Episode 237
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25:10
Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers
Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality as...
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Season 1
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Episode 236
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20:00
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